Constituent Services Specialist
Pennsylvania Office of Attorney General, Harrisburg, PA, United States
Constituent Services Specialist 1 Section: Constituent Services/Office of Public Engagement/Executive Office
Location: Harrisburg
Telework: This position will report to the headquartered location a minimum of 2 days per week. You may have the opportunity to telework the remainder of the week, if desired and based on business need.
Position Type: Full-time, Non-civil service, Non-union
Work Hours: 8:30 5:00
Salary Range: Starting salary of $45,027
Basic Function
This is a highly responsible staff position within the Executive Office and the Constituent Services Section of the Office of Public Engagement (OPE). As a member of Constituent Services, the Constituent Services Specialist (Specialist) is responsible for handling a large volume of telephone and written inquiries from constituents, members of the Office of Attorney General (OAG), and other personnel conducting business with the Office. While communicating with constituents and other personnel, the Specialist is expected to maintain a positive and professional manner. The Specialist is responsible for working with a team to review and control the flow of phone calls, e-mails, and written correspondence addressed to the OAG and working with the Constituent Services Manager to determine the appropriate response. Excellent writing skills are a required element of this position you will prepare timely written responses to correspondence for the signatures of the Director of OPE and the Attorney General. An employee in this position will often work with officials of both the public and private sectors who have transactions with the Office. Duties are performed independently under the direction of the Constituent Services Manager and are reviewed for accuracy, timeliness, and compliance with policy and procedures.
Examples Of Duties Screens visitors and phone calls for the Executive Office
Apprises the appropriate Executive of all relevant Office activity in regard to visitors and callers
Answers inquiries or refers them to the appropriate person
Reviews mail delivered to the Office and routes it to the proper unit
Maintains control over incoming and outgoing correspondence
Prepares standard replies on subjects relating to the Office
Offers resources to constituents even if the Office is unable to pursue their concern
Must be able to handle calls that may be challenging in nature
Performs related work as required
Minimum Experience and Training A bachelors degree from an accredited institution and one year of progressively responsible experience in constituent services, customer service, or a similar field or
Three years of progressively responsible experience in constituent services, customer service, or a similar field or
An equivalent combination of experience, training, and education
Preferred Knowledge, Skills, and Abilities Proficiency in a second language Spanish preferred, other languages also considered preferably
Familiarity with IQ or similar constituent contact software
Excellent customer service skills in a fast-paced environment with the ability to multi-task
Knowledge of the functions, organizations, and clerical procedures of the Office
Knowledge of modern office practices, procedures, and equipment
Knowledge of the principles of office management and standard record maintenance procedures
Ability to exercise good judgment, courtesy, and tact in receiving and directing callers and in giving and obtaining information
Ability to establish and maintain effective working relationships with other employees and the general public
Excellent writing skills
Location: Harrisburg
Telework: This position will report to the headquartered location a minimum of 2 days per week. You may have the opportunity to telework the remainder of the week, if desired and based on business need.
Position Type: Full-time, Non-civil service, Non-union
Work Hours: 8:30 5:00
Salary Range: Starting salary of $45,027
Basic Function
This is a highly responsible staff position within the Executive Office and the Constituent Services Section of the Office of Public Engagement (OPE). As a member of Constituent Services, the Constituent Services Specialist (Specialist) is responsible for handling a large volume of telephone and written inquiries from constituents, members of the Office of Attorney General (OAG), and other personnel conducting business with the Office. While communicating with constituents and other personnel, the Specialist is expected to maintain a positive and professional manner. The Specialist is responsible for working with a team to review and control the flow of phone calls, e-mails, and written correspondence addressed to the OAG and working with the Constituent Services Manager to determine the appropriate response. Excellent writing skills are a required element of this position you will prepare timely written responses to correspondence for the signatures of the Director of OPE and the Attorney General. An employee in this position will often work with officials of both the public and private sectors who have transactions with the Office. Duties are performed independently under the direction of the Constituent Services Manager and are reviewed for accuracy, timeliness, and compliance with policy and procedures.
Examples Of Duties Screens visitors and phone calls for the Executive Office
Apprises the appropriate Executive of all relevant Office activity in regard to visitors and callers
Answers inquiries or refers them to the appropriate person
Reviews mail delivered to the Office and routes it to the proper unit
Maintains control over incoming and outgoing correspondence
Prepares standard replies on subjects relating to the Office
Offers resources to constituents even if the Office is unable to pursue their concern
Must be able to handle calls that may be challenging in nature
Performs related work as required
Minimum Experience and Training A bachelors degree from an accredited institution and one year of progressively responsible experience in constituent services, customer service, or a similar field or
Three years of progressively responsible experience in constituent services, customer service, or a similar field or
An equivalent combination of experience, training, and education
Preferred Knowledge, Skills, and Abilities Proficiency in a second language Spanish preferred, other languages also considered preferably
Familiarity with IQ or similar constituent contact software
Excellent customer service skills in a fast-paced environment with the ability to multi-task
Knowledge of the functions, organizations, and clerical procedures of the Office
Knowledge of modern office practices, procedures, and equipment
Knowledge of the principles of office management and standard record maintenance procedures
Ability to exercise good judgment, courtesy, and tact in receiving and directing callers and in giving and obtaining information
Ability to establish and maintain effective working relationships with other employees and the general public
Excellent writing skills